Frank Welter has been working for Sky Germany TV (formerly Premiere TV) since 1998 with a focus on technical customer service on the phone.
• Conceptual design and specification of the knowledge base as well as the diagnostic processes (frontend / backend) taking into account the operational objectives of Sky's customer service
• Conception regarding the integration of the interface to the Sky customer database
• Implementation of user acceptance tests (creation of the test case list, function tests, documentation)
• Derive measures to constantly improve the tool
• Specification and implementation of incident management processes in coordination with Sky IT